Pocketpills: Doctor + Pharmacy

I tried to switch to this service after having terrible service at Shoppers Drug Mart. However not only did they charge the same as Shoppers it also took them over fours days to process my prescription. When I called for an update they said I should have told them I needed the prescription sooner. Their site says 1 to 2 days so I’m not sure how I was supposed to know this. Then when my doctor accidentally faxed them my new prescription I called them and told them not to process it and they told me they would not, however they ignored my request went ahead and did it anyway meaning I couldn’t fulfill the prescription at the pharmacy I chose. Then they never responded to my texts and their customer service hours are wrong.

BEWARE IF YOU HAVE A CHRONIC ILLNESS I began using PocketPills in April 2020 and was initially impressed by their outstanding customer service. The intuitive app made managing my prescriptions effortless, and the automatic refill and free delivery services were exceptional. The team provided prompt and knowledgeable support, making me feel well cared for, which is crucial for someone living with MS. However, over the past year, the quality of service has declined significantly. Communication became difficult, with delayed responses and repetitive explanations. Changes in delivery companies further diminished the service quality. I also faced repeated requests for Google reviews, which became frustrating after I had already submitted multiple positive reviews. Unannounced changes to drug names caused confusion and stress, and important medication information was not communicated, leading to adverse effects from a major drug interaction. The final straw for me was a recent experience with a new prescription for Lidocaine and an increased dosage of my antidepressant, which was particularly distressing. Despite multiple attempts to resolve the issue, I faced significant delays and poor communication, adding unnecessary stress and exacerbating my MS symptoms. Upon finding a new pharmacist, I sent PocketPills my post-mortem customer feedback, to which they requested a call to discuss my concerns. Even after confirming a call with the customer management team, I received no phone call, email or text at the agreed upon time, demonstrating a continued lack of respect and regard for my time and health. I genuinely wished to help PocketPills understand how they failed me, and to hopefully offer insight to improve their service for their most vulnerable customers. However, due to being continuously ignored and disrespected, especially at this point, I will make my customer service recommendations here: 1. Enhanced Communication: Ensure timely responses to customer inquiries and provide clear, upfront information about any delays or issues with prescriptions. 2. Consistent Service Quality: Maintain a stable and reliable delivery service, and monitor third-party delivery services to ensure they meet quality standards. 3. Medication Information and Safety: Communicate any changes to medication names or formulations clearly to patients, and proactively inform them of potential drug interactions. 4. Review Request Management: Track and manage customer reviews to avoid repeatedly requesting reviews from the same customers and acknowledge existing reviews. 5. Systematic Issue Resolution: Implement a system for tracking and resolving customer complaints and issues, and ensure prompt follow-up on unresolved issues. 6. Personalized Patient Care: Provide personalized support from pharmacists who are familiar with the patient's medical history and ensure that patients with chronic conditions receive the necessary attention and care. 7. Transparency and Accountability: Be transparent about any service changes or disruptions that may affect patients, and hold regular training sessions for staff on the importance of patient communication and care. In conclusion, while PocketPills provided excellent service during the early days of my MS and the pandemic, the recent decline in service quality has led to a loss of trust. I hope PocketPills addresses these systemic issues to prevent similar experiences for other patients.

Really great and friendly service. Saves the trip to the pharmacy where you have to wait for such a long time. And low dispensing fee!